Customer Support Lead, Anz, Operations
vor 2 Wochen
About Airwallex Airwallex is the only unified payments and financial platform for global businesses.
Powered by our unique combination of proprietary infrastructure and software, we empower over 100,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.
Proudly founded in Melbourne, we have a team of over 1,500 of the brightest and most innovative people in tech located across more than 20 offices across the globe.
Valued at US$5.6 billion and backed by world-leading investors including Sequoia, Lone Pine, Greenoaks, DST Global, Salesforce Ventures and Mastercard, Airwallex is leading the charge in building the global payments and financial platform of the future.
If you're ready to do the most ambitious work of your career, join us.
About the team The Operations team at Airwallex ensures the smooth and efficient functioning of our services and processes.
We focus on optimizing workflows, improving operational efficiency, and delivering exceptional customer support.
By streamlining operations and implementing best practices, we help drive the company's growth and maintain high service standards.
Our team is dedicated to providing a seamless experience for our customers and supporting Airwallex's mission to empower businesses globally.
What you'll do We are looking for a highly motivated and experienced Customer Support Lead to join our Operations team in Sydney/Melbourne.
As the Customer Support Lead, you will be responsible for overseeing the customer support operations across the ANZ region, ensuring that our customers receive prompt, effective, and empathetic service.
You will be leading a team of customer support professionals, optimizing workflows, and driving continuous improvement in our support processes.
You will also collaborate with cross-functional teams to implement solutions that enhance the customer experience and drive customer satisfaction.
This role is based in Sydney or Melbourne.
Responsibilities: Team Leadership: Manage and mentor the customer support team, fostering a culture of excellence and continuous improvement.
Conduct regular performance reviews, provide feedback, and develop career development plans for team members.
Operational Management: Oversee the day-to-day operations of the ANZ customer support team, ensuring that SLAs are met, and customer inquiries are resolved in a timely manner.
Manage scheduling and rostering to ensure optimal coverage.
Workflow Optimization: Identify inefficiencies in customer support workflows and implement process improvements to enhance productivity and customer satisfaction.
Leverage tools such as Zendesk to streamline support processes.
Customer Experience: Ensure that the customer support team delivers a high level of service to our customers, addressing their needs with empathy and professionalism.
Monitor customer feedback and implement changes to improve the customer experience.
Collaboration: Work closely with other departments, including Product, Engineering, and Sales, to ensure that customer feedback is integrated into product development and that the support team is prepared for new product launches.
Reporting and Analysis: Monitor key performance metrics and generate reports on team performance.
Use data-driven insights to make informed decisions and implement strategies for improvement.
Who you are We're looking for people who meet the minimum qualifications for this role.
The preferred qualifications are great to have, but are not mandatory.
Minimum qualifications: At least 4 years of experience, preferably with a fast growing tech startup or top-tier strategy/management consulting or equivalent
Minimum of 1 year in a leadership role
Strong problem solving skills essential, including ability to leverage hard data
Self-starter that can identify and prioritize opportunities to focus on
Strong understanding of customer support technologies, such as Zendesk, and experience with workflow optimization.
Excellent communication and interpersonal skills, with the ability to lead and inspire a team.
Bachelor's degree or equivalent experience.
Preferred qualifications: We are looking for someone who:
wants to make a meaningful impact through their work
has a strong sense of ownership
never settles with status quo and always looking for better solutions
has incredibly strong problem solving skills
is a genuine truth-seeker, able to speak up while maintaining humility
Equal opportunity Airwallex is proud to be an equal opportunity employer.
We value diversity and anyone seeking employment at Airwallex is considered based on merit, qualifications, competence and talent.
We don't regard color, religion, race, national origin, sexual orientation, ancestry, citizenship, sex, marital or family status, disability, gender, or any other legally protected status when making our hiring decisions.
If you have a disability or special need that requires accommodation, please let us know.
Airwallex does not accept unsolicited resumes from search firms/recruiters.
Airwallex will not pay any fees to search firms/recruiters if a candidate is submitted by a search firm/recruiter unless an agreement has been entered into with respect to specific open position(s).
Search firms/recruiters submitting resumes to Airwallex on an unsolicited basis shall be deemed to accept this condition, regardless of any other provision to the contrary.
#J-18808-Ljbffr
-
Engineering Manager- Anz Plus
vor 1 Monat
Melbourne, Österreich Anz VollzeitAbout Us At the heart of ANZ Plus is a talented, high-performing team with big ideas.We're building products, services and experiences that will not only provide our customers with enhanced banking functionality but empower them to make better financial decisions and improve their financial wellbeing. At ANZ we're applying new ways technology and data can be...
-
Experimentation Lead
vor 3 Wochen
Melbourne, Österreich Anz VollzeitAbout Us At ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers. About the Role At ANZ Plus we are creating a simpler, better banking experience with a goal of improving customer financial outcomes and their engagement with ANZ Plus. As...
-
Chapter Lead
vor 3 Wochen
Melbourne, Österreich Anz VollzeitAbout Us At ANZx our purpose is to shape a world where people and communities thrive.We're making this happen by improving our customers' financial wellbeing so they can achieve incredible things – be it buying their home, building a business or saving for things big or small. As a Chapter Lead you will be responsible for building and managing an...
-
Agile Delivery Lead
Vor 3 Tagen
Melbourne, Österreich Anz VollzeitAgile Delivery LeadDepartment: AR SimplificationDivision: Australia RetailLocation: MelbourneAbout UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleYou'll work closely with other Agile delivery leads, Stream Leads,...
-
Delivery Operations Leader
vor 3 Wochen
Melbourne, Österreich Dxc Technology VollzeitJob Description:DXC Technology (NYSE: DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success. We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent. We use the power of technology to deliver mission critical IT services that...
-
Delivery Operations Leader
vor 3 Wochen
Melbourne, Österreich Dxc Technology VollzeitJob Description: DXC Technology (NYSE: DXC) - where brilliant people embrace change and seize opportunities to advance their careers and amplify customer success.We live in more than 70 countries, speak multiple languages and work with over 6,000 customers on almost every continent.We use the power of technology to deliver mission critical IT services that...
-
Crm Data Lead Anz
vor 1 Monat
Melbourne, Österreich Tideri Jobbörse VollzeitJob Description:Are you ready for a change or perhaps a step-up?In this 12 month fixed term contract position as the Customer Data Lead ANZ , you will manage the marketing analytics team who are responsible for the production of customer, campaign and commercial analytics that helps to inform 1:1 marketing, loyalty operations, wider marketing activities and...
-
Crm Data Lead Anz
vor 1 Monat
Melbourne, Österreich Tideri Jobbörse VollzeitJob Description: Are you ready for a change or perhaps a step-up?In this 12 month fixed term contract position as the Customer Data Lead ANZ , you will manage the marketing analytics team who are responsible for the production of customer, campaign and commercial analytics that helps to inform 1:1 marketing, loyalty operations, wider marketing activities and...
-
Delivery Lead
vor 1 Monat
Melbourne, Österreich Anz Banking Group VollzeitReq ID: 69055 Department: AR Business Controls and Compliance Division: Australia Retail Location: Melbourne About UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleAs a Delivery Lead, you will play a key role in...
-
Delivery Lead
vor 1 Monat
Melbourne, Österreich Anz Banking Group VollzeitReq ID: 69055 Department: AR Business Controls and Compliance Division: Australia Retail Location: Melbourne About UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleAs a Delivery Lead, you will play a key role in...
-
Crm Data Lead Anz
vor 2 Monaten
Melbourne, Österreich Oilandgas.Org.Uk VollzeitJob Description: Are you ready for a change or perhaps a step-up?In this 12 month fixed term contract position as the Customer Data Lead ANZ, you will manage the marketing analytics team who are responsible for the production of customer, campaign and commercial analytics that helps to inform 1:1 marketing, loyalty operations, wider marketing activities and...
-
Journey Expert
vor 2 Wochen
Melbourne, Österreich Anz VollzeitSelect how often (in days) to receive an alert:Journey Expert - RetainDepartment: AR Credit Cards & Personal Lending DeliveryDivision: Australia RetailLocation: DocklandsAbout UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About...
-
Journey Expert
vor 2 Wochen
Melbourne, Österreich Anz VollzeitSelect how often (in days) to receive an alert:Journey Expert - RetainDepartment: AR Credit Cards & Personal Lending DeliveryDivision: Australia RetailLocation: DocklandsAbout UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About...
-
Small Business Lending Specialist
vor 3 Wochen
Melbourne, Österreich Anz VollzeitAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleThe purpose of this role is to provide remote banking support to National Business centre customers, helping them to start, run and grow their businesses.Role Location:...
-
Change Manager
vor 2 Monaten
Melbourne, Österreich Anz VollzeitAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleCustomer Engagement is the largest group within the Australia Retail Division at ANZ.We support close to five million active customers with a focus on being the bank of...
-
Crm Data Lead Anz
vor 2 Monaten
Melbourne, Österreich Oilandgas.Org.Uk VollzeitJob Description: Are you ready for a change or perhaps a step-up? In this 12 month fixed term contract position as the Customer Data Lead ANZ, you will manage the marketing analytics team who are responsible for the production of customer, campaign and commercial analytics that helps to inform 1:1 marketing, loyalty operations, wider marketing activities and...
-
Senior Manager, Customer Communications ANZ
vor 4 Wochen
Melbourne, Österreich Xero VollzeitThis is a Senior Manager, Customer Communications ANZ role with one of the leading companies in AU right now 🔥 -- Xero -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.More About the Role at Xero 🧐🧐Our award-winning Communications team is a high-energy group with a passion for...
-
Manager, Strategic Initiatives
Vor 7 Tagen
Melbourne, Österreich Anz VollzeitDepartment: Risk Australia R&C - Wholesale RiskDivision: RiskLocation: MelbourneAbout UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleStimulating and rewarding work with reach and impact across RiskOpportunities to...
-
Manager, Strategic Initiatives
vor 1 Woche
Melbourne, Österreich Anz VollzeitDepartment: Risk Australia R&C - Wholesale RiskDivision: RiskLocation: MelbourneAbout UsAt ANZ, we're shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.About the RoleStimulating and rewarding work with reach and impact across RiskOpportunities to...
-
Relationship Manager, Commercial
vor 4 Wochen
Melbourne, Österreich Anz VollzeitAbout UsAt Suncorp Bank you can build a career with exceptional growth potential, within a culture of purpose and belonging.As part of the ANZ Group, when you apply to join Suncorp Bank, you'll be directed to ANZ systems and receive correspondence and notifications from ANZ as part of the recruitment process.About the RoleAs a Relationship Manager, you will...
